Last Modified: July 30, 2025
Shappi Inc.
Purple Protection
What is Purple Protection?
Purple Protection is the shipping and delivery protection program offered by Shappi Inc. ("Shappi"). When you buy an item to be delivered through Shappi's platform (the "App"), you will receive Purple Protection, subject to the details of this policy and the selected protection tier.
Types of Purple Protection coverage
• Purple Protection Standard: Free coverage included with every order, protecting up to $400 USD of the product value.
• Purple Protection Premium: Available at an additional cost, extending coverage up to $1,500 USD of the product value.
Your coverage limit depends on the tier selected at the time of your order.
• What scenarios does Purple Protection cover?
• An item matches with the store receipt, the proof of delivery, store tracking ID; AND
• The item is confirmed as delivered and received by Shappi at the warehouse; AND
• The item is lost, damaged, or destroyed once it is in Shappi's possession and control within the warehouse.
Once items have been bundled and provided to our verified travelers for in-country delivery, Purple Protection will apply differently. In such cases, Purple Protection will apply when:
• An item matches with the store receipt, the proof of delivery, store tracking ID; AND
• An item is delivered to a customer in damaged or poor condition and the customer was not notified in advance that the item was received by Shappi in such condition upon store delivery; OR
• An item is lost in international transit or otherwise not delivered to the customer.
In such scenarios, a claim must be submitted within 24 hours of delivery or, in the case of lost items or non-delivery, within 48 hours of the estimated delivery date.
Exclusions to Purple Protection
Purple Protection will not cover items:
• That were not sent to the Shappi warehouse address;
• That have not been delivered to the Shappi warehouse;
• That arrive to the Shappi warehouse in poor condition or that are missing parts; or
• That do not match information such as the store receipt, proof of delivery, or tracking ID.
We encourage customers to provide additional delivery instructions to the store to ensure items are properly delivered inside our warehouse facility and are logged by our system.
Additionally, Purple Protection does not apply to store/seller fulfillment issues. For example, if a customer purchases a pair of blue shoes and the seller ships a red jacket, Shappi is not responsible. Customers must resolve such issues directly with the seller.
How do I qualify for Purple Protection?
Customers qualify for Purple Protection if all of the following criteria are met:
• The store invoice details match the item information;
• The Tracking ID provided by the store is correct;
• The shipping address entered during purchase matches the Shappi warehouse address;
• The store's tracking system shows the item as "delivered" to the Shappi warehouse.
How much does Purple Protection cover?
| Tier | Coverage Limit |
|---|---|
| Purple Protection Standard | Up to $400 USD |
| Purple Protection Premium | Up to $1,500 USD |
When Purple Protection applies to an item and a claim is successfully submitted, Shappi will either resolve the issue through replacement, refund, or other appropriate measures.
If we cannot resolve the issue (at our sole discretion), we will refund:
• The value of the item received at our U.S. warehouse; and
• The Shappi delivery fee.
Does Purple Protection apply to used or refurbished products?
Purple Protection only applies to refreshed/refurbished items if they are lost, damaged, or destroyed while in Shappi's possession within the warehouse.
It does not apply if these items arrive at the warehouse already defective or in poor condition.
How to submit a claim:
To submit a claim, please email soporte@shappi.com using the same email associated with your Shappi account. Include the following:
• The original PDF store receipt;
• The tracking ID provided by the store;
• Proof of delivery, such as delivery confirmation or photos of the delivery location.
Once received, Shappi will investigate and respond within 7 business days. We may request further details to process your claim. To keep your claim active, you must respond within 72 hours of any request from Shappi. If no response is received, the claim will be closed and will no longer be eligible under Purple Protection.
Claim resolution and refund options
If your claim under Purple Protection is approved, you will be able to proceed with your refund according to our terms and conditions described here.